Enriching Customer Communication with Enhanced Business Messaging

Introduction

These times require brands and businesses to communicate and engage with speed and versatility. Today, businesses send trillions of messages to communicate with their existing and potential customers. Unfortunately, customers are often hesitant to open SMS messages from unknown numbers, as these messages can be spam, phishing attempts, or scams. Consequently, businesses must find ways to stand out in a crowded messaging inbox and provide a positive engagement and customer experience.

“Enhanced Messaging” is a distinctive solution that guarantees the authenticity and security of both messages and calls. This solution enables brands to send verified communications, thereby making them more secure, trustworthy, and reliable.

OTT Messaging

Juniper Research predicts that OTT messaging applications will reach 5 billion users by 2028, reflecting their growing importance in consumer communication.

OTT messaging refers to leveraging third-party apps such as WhatsApp, RCS, Viber, and Email to meet business communication demands. As a result of this rising user base, businesses are increasingly trying to leverage OTT messaging channels to engage with their clients.

OTT channels are frequently used to market items, offer customer assistance, and directly support sales, among other applications. As a result of these OTT messaging apps, CPaaS providers and CSPs are increasingly attempting to monetize corporate messaging services by developing enterprise products and introducing new pricing structures.

OTT business messaging allows for tailored advertising campaigns, leading to more cost-effective outreach efforts. However, to begin these initiatives, businesses must first have access to customer databases that are restricted due to end-to-end encryption in OTT messaging apps like WhatsApp. This limits access to user data. However, onboarding a CPaaS provider integrated with customer data platforms or CRMs can enable businesses to incorporate third-party platforms into their solutions.

Key Benefits for Businesses

• Increase customer base – Instant messaging enables businesses to communicate with clients in real-time, exceeding their expectations and growing their customer base and income.
• Boost engagement – You may improve customer satisfaction and boost customer engagement by integrating new customer communication channels with the ones that already exist.
• Lower cost per resolution – Instantaneous solutions are provided by business messaging software’s ability to manage several discussions at once. Compared to calls or live chats, messaging is more affordable because of its high-resolution rates.
• Customer delight – Consumers who connect with their favourite messaging platform are extremely satisfied and frequently consider messaging a better option than live chat or phone calls.
• Provide value – Listening to your customers and improving your product or service based on their reviews and feedback will ensure that you are providing value to your customers.

Rich Interactive Features

• Branding: Enhanced Messaging, with its unique layout, improves customer interactions with all brands. It displays the logo, name, and description of the brand, as well as the number associated with it.
• Smart Button: Enhanced Messaging is customized to enhance product exposure. Businesses can add customizable call-to-action buttons, resulting in better engagement.
• Rich Cards: With rich cards, users can view chunks of information concisely so they can understand it at a glance. Carousels can also be created by stringing rich cards together.
• Chatbot Integration: You can automate repetitive communication patterns by using conversational AI with channels like WhatsApp and RCS. Having meaningful conversations with customers is possible with chatbots anywhere, at any time. Chatbots also clarify doubts customers may have during the buying process and resolve complaints quickly.
• Frictionless Engagement: Enabled predefined replies allow users to respond faster with the provided alternatives and easily communicate with your business. This seamless, quick reply button delivery boosts user engagement greatly.
• Derive Insights: Data-driven growth demonstrates a full awareness of your target audience. These figures will show you where, when, and how customers discover value in your content and connect with it via the platforms you use to communicate.
• Brand Loyalty: Empowers end-users to make wise and informed decisions about the enterprise communication they receive and enables enterprises to build trusted relationships with their customers.
• Improved ROI: Enhanced Messaging allows enterprises to have more customer engagements, which eventually improves conversion rates and increases ROI.

Conclusion

With users becoming increasingly comfortable with Enhanced Messaging, many businesses are adapting to it to get closer to their customers by catering to their specific requirements and building trusted relationships. With these solutions, leading enterprises can periodically measure their growth in customer outreach and offer better services to their customers. We can help you improve your business communication apparatus. Connect with us.